Cancellations, Rescheduling & Refunds

If you cancel a private party with 14 days' notice or more, you get back everything you've paid apart from the £25 admin fee. If we have to cancel because of wind or rain, you can move to another date or have your money back, admin fee included. If we get there and can't set up because of a problem with the space, that counts as you cancelling on the day. The details are below.

How do I cancel?

Email us at luke@bestpartyhire.com as soon as you know. Tell us the name the booking is under and the date of the party – a reason is optional. We need cancellations in writing so there's a clear record of when you told us.

Do I get the admin fee back?

No, not if you cancel. The £25 admin fee pays for the work that starts as soon as you book: sorting out the booking, planning the day and the delivery route, and taking the payment. The only time it comes back is if we cancel (see below).

How much do I get back?

It depends on how much notice you give and what kind of booking it is. The refunds are of the balance you've paid – the admin fee is taken off first.

Private parties, home bookings, schools and nurseries

• 14 days' notice or more: 100% of the balance paid
• 7 to 13 days' notice: 50% of the balance paid
• Less than 7 days' notice: no refund, and any balance still owing is due in full

Businesses, organisations, charities and public events

• 28 days' notice or more: 100% of the balance paid
• Less than 28 days' notice: no refund, and any balance still owing is due in full

These bookings need longer notice because there's more planning, staffing and equipment to sort out. If you're not sure which list your booking comes under, ask us and we'll tell you.

Why is the balance still due if I cancel late?

Because by then the date has been held for you, the equipment has been set aside, and we've probably turned other people away for that day.

Can I change the date instead?

Yes, if we're free on the new date. Get in touch as soon as you can and we'll always try to help with a sensible change. The admin fee can't be moved over if you cancel completely and book again later.

When would we cancel because of the weather?

Only when it isn't safe to set up or use the equipment – wind above the safe limit (24mph for bouncy castles), or heavy or constant rain. Our weather policy has the details.

The final decision is ours, because we're responsible for putting the equipment up safely, we have to follow the manufacturers' limits and our insurance rules, and we have a duty of care to everyone using it. Our inflatables are RPII tested, and those limits are part of keeping them safe.

We start watching the forecast from the Wednesday before your party, check again nearer the day, and tell you as early as we can if it's looking borderline. Forecasts change, so sometimes we'll wait until closer to the party before deciding. We'll never cancel unless we have to, but we won't set up if it isn't safe. Our windy weather post explains how we decide.

What happens if we cancel for the weather?

You choose:

• move to another date we're free, with the admin fee carried over, or
• a full refund, admin fee included

The same goes if we have to cancel for something else outside your control and ours. We'll always talk it through with you first.

What if we can't set up when we get there?

Sometimes we arrive and the space isn't safe for what's been booked – there isn't enough room, the garden slopes too much, the ground is waterlogged, the only space is a patio or concrete, we can't get the equipment through, or there's no plug socket in reach. We still won't put it up if it isn't safe, but because the problem is with the space rather than the weather, it counts as you cancelling on the day: there's no refund and any balance still owing is due.

If only part of the booking can't go up, we'll set up the rest and you only pay for what we set up – as long as it comes to at least the minimum order value for your area.

The easiest way to avoid all this is to measure up before you book, or add our measuring service and we'll check the space, height and suitability before the day. We once measured a garden in Leamington that turned out to be too sloped, and finding out early saved a cancellation on the day.

Can the party move indoors instead?

Often, yes. If you've got a hall or other indoor space, we may be able to set up inside or swap to equipment that fits. It depends on the ceiling height, how we get the equipment in, and what we've got free on the day.

We did this at one party at Leek Wootton Village Hall. The plan was castles outside and games and food in the hall, but the wind was 32mph on the day, so we swapped it round – inflatables inside, games and food outside. If moving indoors might be an option for you, tell us early.

The full wording is in our terms and conditions. Any questions, call Luke on 07761 907472.